Returns & Claims
I. Introductory Provisions
This Complaints Procedure regulates the process for claiming goods purchased in the TLOYA e-shop and is governed by the relevant provisions of the Civil Code and the Consumer Protection Act.
II. Prevention and Inspection upon Receipt
Upon receipt of the shipment from the carrier, the Buyer is obliged to check the integrity of the packaging. If the package is visibly damaged, we recommend not accepting it or writing a damage report with the carrier.
III. How to Proceed with a Claim (Defect of Goods)
If you find a defect in the goods (e.g., cracked packaging, leaked content), proceed as follows:
If you find a defect in the goods (e.g., cracked packaging, leaked content), proceed as follows:
- Email us: Always contact us first before sending the goods back at: maximpachomov@email.cz
- Subject: State "Complaint + Order Number" in the subject line.
- Description and Photo: Describe the defect and attach photos (we often resolve claims remotely without the need to send damaged goods back).
- Sending Goods: If we agree on returning the goods, send them to the company's registered address stated on the invoice or in the "Contact" section of our e-shop.
- Timeline: We will decide on the claim immediately, in complex cases within 3 days. The settlement of the claim (including removal of the defect or refund) takes no longer than 30 days.
IV. Returning Goods Without Reason (Withdrawal from Contract)
The Buyer has the right to return goods within 14 days of receipt. However, this right has strict limitations for cosmetic products:
Hygiene Exception: According to § 1837 (g) of the Civil Code, it is not possible to return goods in sealed packaging that the consumer has removed from the packaging for hygienic reasons.
In practice, this means: If you have broken the protective seal, opened the jar, touched the ointment, or tested it, the goods cannot be returned, and we do not refund money.
Intact Goods: Only ointments that are complete, unopened, and in their original packaging can be returned.
Procedure:
The Buyer has the right to return goods within 14 days of receipt. However, this right has strict limitations for cosmetic products:
Hygiene Exception: According to § 1837 (g) of the Civil Code, it is not possible to return goods in sealed packaging that the consumer has removed from the packaging for hygienic reasons.
In practice, this means: If you have broken the protective seal, opened the jar, touched the ointment, or tested it, the goods cannot be returned, and we do not refund money.
Intact Goods: Only ointments that are complete, unopened, and in their original packaging can be returned.
Procedure:
- Email us stating that you are withdrawing from the contract.
- Pack the goods carefully so they do not break during transport.
- Send them to the address stated on the invoice (postage costs are paid by the Buyer).
V. Final Provisions
This Complaints Procedure is valid from 01.07.2026. Changes to the procedure reserved.